Report a problem
Summary
A good request gets resolved in a single reply. An incomplete one causes back and forth. Before sending it, go through this list.
In detail
Before writing
- Ask the assistant. Many usage and setup questions are answered instantly with Ask, and What's missing shows whether anything is left unconfigured.
- Check permissions and modules. If you don't see a button or a screen, your role may not have the permission or the module may not be active (see Roles and permissions).
- Check the frequently asked questions.
What to include
| Detail | Example |
|---|---|
| What you were trying to do | "Send a quotation by email." |
| What happened | "Sign the quotation before sending it. appears even though I already signed." |
| On which screen | "Quotations → the quotation → Summary." |
| When | Approximate date and time. |
| The affected record | The quotation number, the ticket number (with its prefix) or the contact's email. |
| The exact error message | Copied verbatim, or in a screenshot. |
| Whether it happens to others | "Only me" or "the whole team". |
What to attach
In Evidence you can attach up to 10 files of up to 25 MB each: screenshots (PNG, JPG, WEBP), PDF, short videos (MP4, WEBM) and TXT, LOG or CSV files. To paste a screenshot, use Ctrl/⌘+V in the form.
A video is worth ten messages
If the problem is a step-by-step that fails, record a short video of the screen and attach it.
Don't send credentials
Never paste API keys, tokens or passwords in a request or in a screenshot.
For import problems
Attach the file you uploaded and the report from Download report in the import wizard.